5 tips to help schools manage complaints

Data breaches, Cyber Security incidents, Subject Access Requests (SARs), and Freedom of Information (FOI) requests can often lead to a variety of complaints that require meticulous and thoughtful handling. These situations, while challenging, present a unique opportunity to transform potential negatives into positives by showcasing your dedication to safeguarding the rights and privacy of individuals. By addressing these issues with transparency and efficiency, you can reinforce trust and confidence in your commitment to data protection. This proactive approach not only helps in resolving the immediate concerns but also strengthens your reputation as an organisation that prioritises the security and privacy of personal information.

 Here’s our top 5 tips to help schools manage these situations effectively:

1. Act swiftly and acknowledge

• Respond to complaints as soon as you can
• Confirm receipt and provide a reference number where available
• Set clear expectations about next steps and timeframes in your confirmation
  
  

2. Document everything

• Record all communications meticulously
• Save timestamps and interaction details
• Maintain an audit trail of actions taken
  
  

3. Show empathy and professionalism

• Acknowledge the impact on individuals involved
• Use clear, jargon-free language
• Demonstrate an understanding of their concerns
  
  

4. Be transparent

• Explain what happened honestly
• Share what you're doing to address the issue
• Provide regular updates
  
  

5. Follow regulatory guidelines

• Ensure compliance with GDPR/data protection laws
• Though there is no mandatory timescale to respond, organisations are encouraged to respond within one calendar month of receiving a complaint
• Document all the steps you have taken

If you believe you have correctly done everything and the complainant is still not happy, you can advise them to contact the ICO.

Remember: how you handle complaints can turn a negative situation into an opportunity to demonstrate your commitment to data protection and your community.

The GDPRiS platform includes a dedicated complaints area to help schools manage and respond to data protection related complaints. If you’re looking for a better way to manage incidents, information requests and complaints book a meeting with our team today!